Returns & cancellations

If your product arrives damaged, faulty, or doesn't match what was ordered, your applicable consumer rights are not limited by this policy. Australian purchases are covered by Australian Consumer Law. For a major problem — unsafe, significantly different from how it was described, or it can't be used for what it's meant for — you can choose between a refund or a replacement. For a minor issue, we'll put it right, usually with a replacement or refund, since we don't run a repair service.

Contact us with your order reference and photos of the issue. In most cases you won't need to send the faulty item back before we refund or replace it. We assess the evidence you send and explain any return arrangements before you post anything. We aim to confirm the remedy and process it within 5 business days of approving your request. A replacement ships from our overseas fulfilment partner. Its transit estimate depends on the destination and available service, with supplier processing additional; see shipping details.

If you change your mind and there's nothing wrong with the item, we offer a 30-day return window from the date of delivery. This voluntary offer is additional to any cancellation or return rights provided by the law that applies to your purchase.

To qualify for our voluntary 30-day policy, the product needs to be unused, undamaged, and returned with its original packaging and any included items. These conditions do not restrict statutory rights, including any right to inspect a product before cancelling. You'll need to cover return postage, but AERVO does not charge a restocking fee. Once we've received and checked the item, we'll issue the refund to the original payment method within 5 business days. Your bank or payment provider may take additional time to make the funds available.

Contact hello@shopaervo.store within 2 hours of ordering if you need to cancel or change an order. We guarantee cancellation during that window. After 2 hours, we'll still do our best to help, but we can't guarantee a change once fulfilment has started. If the order has already shipped, it can be returned under the 30-day change-of-mind policy after delivery. This dispatch-related window does not restrict any statutory right to cancel.

UK customers can notify us that they wish to cancel within 14 days of receiving their order, without giving a reason, and then have another 14 days to return it. Normal inspection, as in a shop, does not remove that right. Any refund includes standard outbound delivery charges paid. Refunds are due within 14 days of receiving the goods back or evidence of return, whichever is earlier; our shorter refund promise above still applies where relevant. These rights are additional to our voluntary 30-day policy.

Email hello@shopaervo.store with your order reference and whether you are requesting a return, cancellation or help with a fault. You do not need to give a reason when exercising a statutory cancellation right. We'll confirm the Australian return address and next steps directly with you. For change-of-mind returns from outside Australia, return postage to Australia is at your cost, unless applicable law requires otherwise. Please request instructions before posting an item; contacting us in time records your cancellation or return request even while you wait for our reply.